Summary of the position: The role requires an individual who undertakes resolution of incoming issues, within expected technical capability, understands the impact of incidents on the client and responds appropriately - exhibits right sense of urgency.

Key Accountabilities

- Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem
- Recommends changes to resolve recurring issues
- Reviews assignment of incidents by Incident Analysts - highlights to the team improvements that can be made in how calls are assigned
- Uses technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage)
- Ensures all calls logged are clearly written so that any team member can understand the issue
- Takes day to day responsibility for assigning incidents through the incident management system
- Understands and executes against agreed processes for implementing fixes/changes
- Understands the impact of non-delivery on the reputation of PMC with the client
- Provides regular client and internal communication on assigned activity and incidents - ensure that interested parties are clear on current status,



highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager
- Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's are at risk of not being met

Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business. Requirements Skills and Experience | Essential:

- Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
- Experience in windows batch scripting
- Experience on helpdesk, incident and problem management as L2 support
- Client interaction exposure

Must be able to converse well in English, both verbally and in writing. Skills and Experience | Desirable:

- Good understanding of Building tool - Maven, Gradle etc
- Very good understanding of ITIL framework and processes. ITIL certification is preferred
- Working knowledge/experience on Linux - preferred but not must
- Able to share ideas with the team and self-confident
- Go-getter and solution-oriented personality
- Very quick learner and keen to learn recent things
- Reliable & accountable individual who can manage client interaction

📌 Graduate Trainee (Vadodara)
🏢 PMC
📍 Vadodara